8 Essential Touchpoints for Game Day Guest Services

greet sincerely with eye contact

understand theguest’s needs

engage in helping your guests promptly

smile & be positive THROUGHOUT

thank guests atevery opportunity

service with a wow!Now wow your crowd! We have designated 8 essential touchpoints for game day guest services so you can immediately put a Guest Services ‘WOW’ plan in place.

ARRIVAL / PARKING LOTS

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Communicate to your guests through your radio partners to

deliver traffic routes and patterns allowing for a more

enjoyable commute.

Use signage in the parking lot to display your text

communication information so that your guests can use it

when they need to.

Have your season ticket holders opt-in to receive game

day notifications and send group texts to these

subscribers to communicate game day updates.

Deploy alcohol management teams to identify and mitigate potential hazards as a result

of drunk guests. Reassure your guests that guest

services is under control.

stadium access

Run the math and use your analytics to

employ appropriate staffing in order to cut line times to

approximately two and a half minutes. Not only does increased flow of lines

enhance the guest experience, it also

mitigates the risk for an active shooter incident.

guest movement

Role-play with your staff using the GUEST acronym we provide above and put

it into place in order to prevent any guest

services nightmares.

Empower staff to acknowledge all guests they make eye contact

with. This lets the guest know your team

is there for them.

By doing this, you’re demonstrating that

you hire and train staff that are willing and able to help guests when they need it.

concourses

FAN CONDUCT

Mount signage displaying fan code of conduct and text

communication information throughout your concourses and every concession point.

This makes the fan code of conduct clear to guests

and makes it real.

Implement a lost and found solution letting your guests

report their lost items at your guest services locations. This is

an inexpensive way to enhance guest experience

and build loyalty.

Signage displayed in the concourses also act as a deterrent for intoxicated

persons to help put them back in line.

Use your analytics to understand point of sale

metrics to best determine your staffing needs against

the fan base for specific areas in the stadium.

bowl entry

All ushers need to be at their post and ready to WOW your guests. It’s game time!

It’s important to have all ushers

trained on hotspots and protocols.

Train staff on how to effectively communicate

incidents occurring to the command post.

Always mount signage that displays your fan code of conduct and text communication

information.

THE BOWL

FAN CODE OF CONDUCT

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Deliver light-hearted public service announcements (PSA)

at specific times during the game explaining your fan code

of conduct and ways to communicate with staff in the event of an incident.

Display visible static signage throughout the bowl, that way,

when you’re not on the loud speaker everyone knows you’re still in control and focused on

their safety at all times.

Being able to exceed guest expectations is a key ingredient to a successful game day. Implement a request tracking solution to increase staff efficiency and improve

performance. Never overlook a guest request again.

stadium exit

Re-deploy your rapid response team to the parking lot anywhere from 10 minutes before the end of game to the end of game, depending on activity in the bowl.

Re-deploy your police force to the parking lot complete with officers on foot, patrol cars, and lights flashing. This is

a useful deterrent for potential hazards. It also provides assurance to your guests that they’ll experience a seamless and safe exit from the stadium property.

Give your guests the ability to report lost items through your website if they miss guest services in

the concourses or get home before they realize they’ve lost a possession.

PARKING EXODUS

The party’s over, but that doesn’t mean guest services stops! Your ushers should be waving good-bye and thanking your guests

for attending the event.

Conclude your guest services efforts and leave a smile on everyone’s face,

and your guests wanting more!

hold your staff accountable for each expectation

Measure your staff’s performance on game day.

Ensure they deliver

professionalism, energy, and the friendliness you

require to set the tone for a memorable guest experience.

Depending on the location of your stadium,

re-route traffic patterns for easy exit too. It’s one more shot to WOW your

guests on game day.

8 essential touchpointsfor GAME day

first-CLASS guest services is paramount

The fan experience is essential to everyone’s livelihood. You certainly can’t guarantee a win, perfect weather, or prevent car trouble on the way. But, you can and must deliver the highest level of guest services.

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guestservices

Employ These 5 Guest Services Expectations in Every Way

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